Join us for SupportWorld Live

SupportWorld Live is a premier conference and expo that advances the IT support and service management industry through 80+ expert-led sessions on our industry’s most mission-critical topics.

Get the latest technical support and service management insights online, in-person, and in your inbox.

Beyond the archives of valuable content, new articles are released every week.
Like what you see here? Get SupportWorld delivered to your inbox every week, with tips, tricks, and insights; research reports; and webinars.


The Latest from SupportWorld

Knowledge Management Is Not Optional

To adopt a knowledge management strategy, First American had to embrace the idea that KM is a requirement for continuous improvement and sustainable success for the service desk.
Date Published December 15, 2016 - Last Updated July 19, 2018

Rethinking the Service Desk: From Call Taking to Strategic Service Delivery Center

The service desk role needs to expand beyond handling calls and tickets to become a true service management organization.
Date Published December 15, 2016 - Last Updated December 15, 2016

Focus on Developments in Desktop Support

Desktop support is more than just the “people who repair computers.” Desktop support technicians cover a wide range of responsibilities supporting many tasks.
Date Published December 15, 2016 - Last Updated December 15, 2016

6 Steps to Build a Knowledge Management Culture

A knowledge management system improves decision making; reduces duplication of effort; lowers costs; and empowers customers, users, and all of IT.
Date Published December 15, 2016 - Last Updated December 15, 2016

Measuring Operational Efficiency and Value: Use Metrics to Tell the Business Story

Learn what the business or IT partner wants to know, and then look at your current reports and metrics to see if they answer the question.
Date Published December 15, 2016 - Last Updated December 15, 2016

Support Centers Contribute Value with Problem Management

Detection and referral of problems is an important way in which the support center contributes to the overall improvement of any organization’s IT environment.
Date Published December 14, 2016 - Last Updated December 15, 2016

Knowing What Works in Training

The more senses we use in learning something, the easier it is to remember. We also know that telling people information alone does not mean that it is understood nor remembered, much less used on the job.
Date Published December 13, 2016 - Last Updated April 19, 2019

Why Excellent Service Is More Important Now

Providing trustworthy advice and helping to steer customers in the right direction are more important now than the ability to provide hardware and software services.
Date Published December 7, 2016 - Last Updated January 4, 2017

#HDIchat Recap: What Is Your Favorite Metric?

In last week's #HDIchat, participants discussed their favorite metrics.
Date Published December 6, 2016 - Last Updated December 15, 2016

People and Personalities: Tips for Navigating Workplace Relationships

One of the top reasons people leave an organization is because of personality differences. But there are two easy barometers you can use to adapt to others and communicate more successfully.
Date Published December 1, 2016 - Last Updated September 8, 2017